THE EFFECTIVENESS OF CONSUMER SERVICE DELIVERY IN THE FAST FOOD INDUSTRY
(A CASE STUDY OF MR. BIGG’S ENUGU METROPOLIS)
The project topic the effectiveness of consumer service delivery in the fast food industry focus issues on Effect of Service and Food Quality on Customer Satisfaction. .The project material content body includes: table of content, abstract, introduction , literature reviews, research methodology , data presentation and analysis ,summary of findings , conclusion and recommendation, reference, bibliography, questionnaire. place order for the effectiveness of consumer service delivery in the fast food industry if you find it worthy.
This study focused on the “Effectiveness of Consumer service delivery in the Fast Food Industry a case study of Mr. Biggs in Enugu metropolis.
In order to carry out the work, some of these objectives were stated:
Based on the stated objectives, four hypotheses were formulated.
Extensive literature review of textbooks, newspapers, magazines, business journals, and some past projects of graduated students who studied related topic of the study were carried out, which is the secondary sources of data used, primary data were sourced from respondents comprising consumers and management and relevant staff of Mr. Biggs in Enugu metropolis.
The sample size was determined using Topman’s formular for the consumer of Mr. Biggs also Beurley’s formular for management and relevant staff of Mr. Bigg’s in Enugu.
The researcher used chi – square (X2) statistical method to test the hypothesis which were earlier formulated for the study. The data collected were presented on statistical tables using frequencies and percentages for analysis.
In the process of this study, the following findings were revealed.
In view of the revealing findings, recommendations on how to improve in the effectiveness of consumer service delivery in Mr. Biggs Enugu metropolis were offered.
In conclusion the ultimate aim of marketing (service provide) is geared towards consumer satisfaction at a profit to the company.
The role of Consumer Service delivery towards realizing company goals and aspirations in Consumer attraction, satisfaction, value, profitability, and retention is unquestionable.
As a selling activity, Consumer Service provides assistance and advice on such thing, as product installation, operation, maintenance, and repair for prospective buyers of many product, and availability.
The importance of effective Consumer’s Service has been recognized in Modern Marketing. It is an important activity which in combination of personal Selling, advertising, Sales promotion, packaging that will help the Company to achieve its organizational goals and objectives effectively and efficiently. Adequacy of the activity is a factor in the choice among competing seller and Marketers. Through providing superior Consumer Service, the service provider may obtain the patronage of certain consumer even in the fact of strong competition. As more and more consumer get sophisticated in their needs and wants, and more technical features are added to product. It becomes more complicated to satisfy these needs, and the installations, operations, and maintenance of products, Consumer’s Service gains in importance as an instrument of competition.
The researcher having much interest in Fast Food business could observe that major problem facing the industry is the effectiveness of Consumer Service delivery earned out would brings about the abandonment and failure of many firms.
The level of the market share of some market leaders in Fast Food industry for instance Mc Donalds, Bubbles, Tantalizers, Burger King, and the U.A Foods etc, can be traced to the totality of their relationship between them and their consumer, which is consumer service delivery. Unprecedented recognition and emphasis should be going to the activity for any form aspiring to attain a leadership status with these leaders.
Mr. Biggs is one of the largest Fast food Service organization, and retailer of convenience products. The organization is a subsidiary of UAC Foods, it has a branch network in the three geographical zones of the country with its headquarter at Lagos. The Enugu branch was opened on 2nd February 2001. The organizational structure has a chief executive officer with four departments heads that reports to the director of operations who is directly responsible to the C.E.O
The departments includes:-
A. Operations Department with a manager overseeing the affairs of the other departments, internal inspection and quality control, supplies etc.
B. Administration requirement of the company, and also address all relevant corporate issues. The Admin. Manager works with the director of operations.
C. Marketing department manager sees all marketing activities, such as services, after sale service, like delivery etc.
D. Bakery (production) department with the manager supervises all the activities.
The production of Mr. Biggs is convenience products which is defined as inexpensive, frequently purchased good and service that consumers wants to buy with the least possible effort. They do buy it often and plan to buy it when they are getting ready to go to the store. Their product includes:- Ice cream, egg rolls, meat pie, hot dog, spaghetti and rice. They package their product as take away, and also it can be served and eaten there.
The ways and means Mr. Biggs deliver their Consumer Service is the concern of this study
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This study is mainly concerned with the effectiveness of consumer service delivery in Mr. Biggs Enugu. Specially the study is aimed at the following:-
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